Customer Service Senior Rep -Express Scripts - Hybrid

Cigna Healthcare

3d • $18 - $27 • Hybrid

About The Position

A Customer Support Representative is responsible for performing a variety of advanced, complex customer service functions to a single or multiple client bases. This individual proactively recognizes cause and effect trends, identifies and clarifies customer needs, and works toward solutions. Maintains effective relationships with client base to ensure the effective delivery of superior customer service. Is able to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required. Responsible for compiling and maintaining KPI reports for internal and external clients.

Requirements

• High School diploma required; some college preferred
• Minimum 3 years experience in a customer support or call center environment (preferably in a lead-type role)
• Proficiency in MS Office (Word, Excel & Outlook)
• Knowledge of Turning Point is highly desirable
• Strong attention to detail
• Ability to multi-task
• Excellent written and oral communication skills
• Demonstrates expertise and competence within Customer Support role
• Demonstrates knowledge of broader Curascript customer services organization and impact on customer
• Demonstrates basic knowledge of industry policies and regulations
• Demonstrates ability to navigate and use multiple computer systems simultaneously while maintaining customer contact
• Possesses a sense of urgency for problem resolution and knows where to go for that that resolution
• Must be a current contractor with Cigna, Express Scripts, or Evernorth.
• Evernorth is a new business within the Cigna Corporation.
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Responsibilities

• Independently resolves escalated, complex customer conflicts including but not limited to: product, order placement, standing orders, contract administration, credit requests and returns.
• Single Point of Contact for program to include KPI’s for internal team and external client.
• Serve as SME for assigned special/strategic program(s)
• Inventory Reconciliation; process returns within RGA policy guidelines
• May work with freight carriers for courier and LTL (Less-than-Truck) issues
• Other duties as assigned (may extend to other client base as needed)

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees